TrustRadius Insights for ScreenConnect are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Business Problems Solved
ConnectWise Control is a versatile remote support software that offers a wide range of use cases for IT departments, support teams, and businesses. Users have found the software to be an essential tool for providing remote technical support to end users. With ConnectWise Control, IT departments can diagnose and address problems quickly and effectively, eliminating the need for physical visits to workstations. The software allows for easy remote login and access to user computers, simplifying PC management and troubleshooting.
ConnectWise Control is also used for remote administration, patching, and help desk troubleshooting in a cloud environment. It offers a toolbox feature that allows technicians to quickly download necessary tools for the job on clients' computers, making support sessions more efficient. The software is employed by managed IT providers to offer remote support to clients, allowing technicians to connect to client machines and resolve technical issues. It is also utilized by IT consultants as their exclusive remote control software, providing fast and dependable remote access to equipment in the field.
Additionally, ConnectWise Control is used for remote access, support, and training purposes in organizations with multiple locations or remote workers. The software facilitates collaboration and flexibility between employees in different geographical locations by enabling remote access and screen sharing. It is chosen by support roles in cross-platform environments due to its compatibility with various operating systems. Users appreciate the ease of use and the ability to control remote systems from anywhere in the world.
ConnectWise Control has proven valuable across different industries such as web hosting businesses, schools, bookkeepers, and service desk teams. The software's functionality and reliability have made it a preferred choice for IT departments and MSPs who require efficient remote support solutions. Users find that it saves time, streamlines operations, and impresses customers with its speed.
Overall, ConnectWise Control offers a comprehensive suite of features that cater to the diverse needs of IT departments, support teams, and businesses. Its ability to provide quick and reliable remote support, access to computers and servers, and compatibility with various platforms make it a go-to solution for those seeking efficient and effective remote control software.
We use ScreenConnect as our backup remote access tool for both Macs and PCs. We also use it for clients that have not goine to a full MSP model as they do not charge per device. We use it to have backup remote access incase either of our primaryy RMM tools have a failure. This allows us to have continuity of support even in the event of a full vendor outage.
Pros
Easy to Use
Easy to Maintian
Good uptime
Cons
High number of security issues.
Lack of compeling new features
Dated interface
Likelihood to Recommend
Works well as a simple remote access tool. Not as fully featured as an RMM, but when it is just our backuup system it is easy to use, and maintain since we have Connecwise host it. Also works reasonably well in a "rescue" scenario as they have a fairly easy to to install the agent.
VU
Verified User
Vice-President in Information Technology (11-50 employees)
With only two in the IT department and us working on a hybrid schedule, we needed a way to connect with our employees and assist them remotely. ScreenConnect was the solution we chose. It just works! It is easy for us to create unattended agents or have the end user download the remote application, so we can connect in and assist them as needed.
Pros
Quick Connection
Unattended Agent
Backend System Access
Support
Cons
Scripting could be better
Some extensions are older and not maintained
Likelihood to Recommend
There is no situation where I could see using something other than ScreenConnect. It just works. From the ease of creating and deploying unattended agents to getting remoted into a system ad hoc, there is nothing simpler. It even integrates with our helpdesk platform for direct access through tickets. This has been a great tool!
VU
Verified User
Manager in Information Technology (201-500 employees)
We use ScreenConnect to securely connect to client systems to provide remote support. ScreenConnect is not only a very secure way to help my customers but it is very helpful when I am on the road.
Pros
Secure Connection
Encrypted app
Usable anywhere
Cons
Hiding thumbnails of clients screens
better tools to send a file to the client
easier way for the customer to chat if they have questions
Likelihood to Recommend
ScreenConnect is appropriate for businesses who not only need to be able to remote into client systems but needs to have a secure connection. This software is very good for remote connection and helping walking customers through troubleshooting. ScreenConnect software can also be used if you need to make updates on a system that you are not available to travel to.
VU
Verified User
Technician in Information Technology (1-10 employees)
We remote connect to any production or office computers (desktop, laptop) for any remote support and or maintenance. We use it every day.
Pros
Installation on end user devices is really easy
Interface is intuitive
Remote access to cmd in admin a big plus
Cons
Big file transfert almost impossible
Better remote acces from a mobile device
I don't see any other issue !
Likelihood to Recommend
If you have a computer with you, remote access is a brease, but if you only have your mobile phone with you, it's not that easy to remote support end users
VU
Verified User
Employee in Information Technology (501-1000 employees)
As an MSP we use ScreenConnect to remotely access our clients machines. This allows us to diagnose issues without needing to physically look at the issue which saves us time and resources.
Pros
Remote access
Plug-ins
Scripting capabilities
Cons
Quicker to re-establish a connection as sometimes it is slow
Uninstalling automate could be easier
Zoom feature could be better when first connecting to a machine
Likelihood to Recommend
ScreenConnect is a powerful tool for remoting onto our clients machines, it is very easy to guide clients into installing the web version if required. A good use case for us is that you can access the backstage of the computer meaning you can access files and perform commands on the PC without disturbing the user. This is helpful for running scripts or clearing out space on the disk if it is getting low on space.
VU
Verified User
Employee in Information Technology (1-10 employees)
As the IT admin, I use ScreenConnect to access servers and workstations, both attended and unattended, without the need for a VPN. I have tried other remote access software but it does not always load all elements on the remote computer correctly. I never have an issue with ScreenConnect and I am able to quickly and efficiently access multiple remote devices
Pros
Loads all elements of the screen correctly, not all remote software can do this
See all my remote devices in one place
Allow attended remote access for supporting end users
Cons
There is a little learning curve but it is super easy once you get used to it
ScreenConnect is a little pricy, but it works very well
Likelihood to Recommend
ScreenConnect is the best IT remote support software I have tried, hands down. It is also incredibly useful for unattended access to servers, both physical and virtual. If you are an IT Admin, MSP, or remote technician, ScreenConnect will fit your needs perfectly. It is easy to use and provides a single platform for multiple remote access tools.
VU
Verified User
Administrator in Information Technology (51-200 employees)
We use ScreenConnect to troubleshoot issues in our devices. The IT support team help the developers for providing some access to the resources if the developer is out of town. Using Screenconnect, the IT support team gains access to our device remotely and do the necessary configuration, to fix the issues.
Pros
Remotely connect to a device
Give control to the remotely connected device
Securely connects to the remote device
Cons
Mobile support for IOS devices is not there
sometimes laggy if the device specs are low
can disconnect in between if the device specs are low
Likelihood to Recommend
It is one of the best and safest remote connect software to connect to a device. Using this, The IT support people can easily identify the issues in the device and fix it immediately if it is some organization level config issues. It can reliably connect to any device across any country if internet is good.
VU
Verified User
Engineer in Information Technology (1001-5000 employees)
We primarily use SC for remote accessing our company machines, wake them up and run updates etc and provide remote support.
Unattended Access is quite handy and do is support in case of a new machine or if we need to temp support a machine.
However elevation prompts during support session are very clunky and there is decent lag in the prompt to enter admin password. Moreover its not intuitive. So the only option is to install the permanent access using an installer by physically present on site.
Pros
unattended access once installed
Wake up the machines
Backstage to work on machine while end user is still using it
Machine info, processes and logs that you can see up to certain extent in SC
Cons
backstage is excellent but can be very slow/laggy at times and needs more features
Privileged Access Management should be integrated and part of premium license
you need to pay twice for access if you buy privileged access management standalone and the integrated option is either not available or too expensive
There was a time SC was a really good option (best value for money) but now it seems they are also in the same rat race as other software companies which forced us to move away from other software companies. Prices are simply becoming unaffordable and forcing us to look for other cheaper alternatives. As much as the product may be ok for our requirement, its hard to justify the prices quoted now.
Existing and loyal customers are neither acknowledged or rewarded for their loyalty. Its all about how to get more money. 100% focus on capitalism and zero focus on brand building, customer rapport and maintaining a bigger market share by keeping the prices reasonable.
compared to other vendors it takes ages to get hold of someone for a simple sales question and the follow ups are also quite dull.
Likelihood to Recommend
We use it for basic remote access, but we are getting sick of being asked to pay for the features which should have already been part of this package being a premium license, which simply puts us off as it seems price gouging and nothing else.
VU
Verified User
Manager in Information Technology (201-500 employees)
We use ScreenConnect for remote troubleshooting of our user machines in the field. We have a staff of about 30 and it makes accessing their computers when they have a problem hassle free.
Pros
Remote Access
Software Installation
Likelihood to Recommend
Great for helping end users with issues, both tech specific and in instances where they're looking at an issue that may be simply work related and they need a second set of eyes on the problem.
I provide remote computer and mobile device training and troubleshooting. ScreenConnect makes my job much easier.
Pros
Easy setup of new sessions
Ability to transfer troubleshooting tools to remote computer
Ability to make permanent remote access for my clients
The notes section of the admin panel allows me to save important information for future sessions
Cons
I've always thought that the end user experience could be much easier. Requires too many steps for my users...click link, download program, find download, launch download, agree to terms and permissions...etc, etc.
Likelihood to Recommend
Again, for remote support and training, once connected, the app works great. Admin control panel allows for organized grouping of clients and multiple computers at a client's site.
